>customer experience Assistant | e-commerce | hybrid | ortigas |up to 26kEastvantage Business Solutions Inc.

Job Description
We are seeking a dedicated and customer-focused individual to join our team as a Customer Experience Assistant. In this role, you will be responsible for ensuring exceptional customer service and support across various channels, managing customer inquiries, and assisting with wholesale operations.
Responsibilities:
Respond to live customer enquiries: Engage with customers via live chat, providing timely and accurate responses to their questions, concerns, and requests.
Manage social media interactions: Monitor and address customer questions received through social media direct messages on platforms such as Facebook and Instagram, ensuring prompt and professional responses.
Handle customer service communications: Process and resolve customer inquiries, including exchanges, refunds, and product faults. Maintain a comprehensive log of faulty returns and key customer issues for reference and analysis. Coordinate credits and coupons for customers when necessary. Handle fraud cases and escalate as needed.
Monitor and respond to reviews: Regularly check and respond to customer reviews on platforms such as Product Review, Google Reviews, and Facebook Reviews, demonstrating attentiveness and addressing any concerns or feedback.
Customer Service Monthly report: Prepare monthly reports that include retention rates and Net Promoter Score (NPS), providing insights into customer satisfaction and areas for improvement.
Wholesale enquiry management: Receive wholesale enquiries through the HappyFox platform. Review and forward the enquiries to the CEO for approval, including determining appropriate terms and conditions, currency, and margin. Communicate approved terms to wholesalers and coordinate with relevant departments, such as Supply Chain Manager, Bookkeeper, and Marketing Director, to facilitate orders, marketing efforts, and payments.
Set up wholesale accounts: Create wholesale accounts on the WooCommerce platform for approved stockists, ensuring smooth onboarding and access to wholesale pricing and inventory.
Yotpo and website review approval: Regularly review and approve customer reviews on the Yotpo platform and the company website, ensuring compliance with guidelines and maintaining a positive customer experience.
Monthly coupon and product sales tracking: Monitor and track the performance of coupon-based promotions and bundle packs, providing regular updates on sales volumes and trends.
Requirements:
Previous experience in a customer service or customer support role, ecommerce is preferred.
Excellent communication skills, both written and verbal.
Proficiency in using live chat platforms and social media channels for customer interactions.
Ability to multitask and handle customer inquiries efficiently while maintaining a high level of accuracy and attention to detail.
Strong problem-solving skills and the ability to remain calm and composed when dealing with challenging customer situations.
Familiarity with e-commerce platforms, such as WooCommerce, is preferred.
Knowledge of wholesale operations and processes would be an advantage.
Good organizational skills to manage and document customer interactions, reviews, and reports effectively.
Proactive attitude with a customer-centric approach and a genuine passion for providing outstanding customer experiences.
Join our team at Eastvantage and contribute to our mission of empowering people with sustainable and comfortable solutions. Apply now and help us create a positive and seamless customer experience across all touchpoints.